Returns and Refunds

Returns and Refunds Policy

What should I do if I am not satisfied with my purchase?

If you wish to exchange or return an item, please contact us within 14 days of receiving your order. You may visit our warehouse/showroom or reach out to us through the contact channels provided on our website. Please do not send items without prior contact, as they will not be accepted.

Return Conditions

• Items must be returned in good condition, unused, in original packaging, and accompanied by the invoice.
• Customized items or special orders cannot be exchanged or returned.
• Replacement/repair parts ordered specifically at the customer's request are not eligible for return or exchange.
• Items with damaged packaging or clear signs of use will not be accepted.

Once we provide you with the return instructions, the items must be sent properly packaged to the following address:

Fire Scale Modeler / Atelier
Rua dos Moleiros, Lote 14 - Varatojo
2560-237 Torres Vedras
Portugal

Conditions for Exchange or Refund

1. Exchange:
   • The feasibility of an exchange depends on the item's condition and available stock.
2. Refund:
   • Refunds are processed using the original payment method unless otherwise agreed upon. For bank transfers, please provide your IBAN to expedite the process.
   • Shipping costs for returns are borne by the customer unless the item is defective or there is a technical issue attributable to Fire Scale Modeler.
   • Refunds for dissatisfaction only cover the product's value and exclude shipping fees or additional charges.

Refunds will only be issued after a technical inspection of the returned items and verification of compliance with the above conditions.

What should I do if I receive damaged packaging or items?

If the packaging is damaged, check the contents at the time of delivery and file a claim with the carrier. Afterward, contact us to report the issue. If the packaging is intact but the items are damaged, please contact us immediately for assistance.

What should I do if the items have technical issues?

For items with technical issues, contact us so we can assess the problem. We will attempt to resolve the issue remotely (via phone or email) before arranging a replacement.

• You may also visit our warehouse/showroom for in-person assistance.
• For customized or specially ordered items, they will need to be sent to the manufacturer for repair or replacement.

Important Note:
If our inspection finds evidence of misuse (e.g., drops, moisture, improper use), we will contact you to decide whether to:

1. Return the item in its current condition.
2. Send the item to the manufacturer's technical service for repair, which will be subject to a repair estimate.

Items Under Warranty

• Items within 14 days of purchase can be repaired or replaced directly.
• Items over 14 days old will be sent to the manufacturer under the 2-year manufacturer warranty.

Out-of-Warranty Repairs

Fire Scale Modeler also offers repair services for items out of warranty.

• Customers must send the defective items for analysis.
• A technical assessment will be conducted, and a repair estimate provided if applicable.
• Repairs will only begin upon the customer's approval of the estimate.

For further information or assistance, please contact Fire Scale Modeler. We are here to help!